Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 148)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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S CHEDULE MODULE
The following table lists the data inputs for defining the schedule the agents will follow in
the Bilingual Contact Center example.
Table 9.2 Schedule module—Bilingual Center
P
ATTERN MODULE
The Bilingual Center uses a single weekly arrival pattern for both English and Spanish
calls. Note that, in this case, the same pattern holds for each weekday in the planning
horizon with no calls arriving over the weekend.
Table 9.3 Pattern module—Bilingual Center
Prompt Entry
Schedule Name Business Hours
Planning Horizon Week
Timeslot 60
Day of Week Monday/Tuesday/Wednesday/Thursday/Friday
Shift Schedule
Agent State On-Duty
Shift Begins At 8:00 AM
Shift Ends At 5:00 PM
Day of Week Saturday
Day of Week Sunday
Prompt Entry
Pattern Weekly Pattern
Planning Horizon Week
Timeslot 60
Daily Arrival Pattern
Day of Week Monday/Tuesday/Wednesday/Thursday/Friday
8:00 AM –9:00 AM 100
9:00 AM –10:00 AM 50
10:00 AM –11:00 AM 50